{"id":5264,"date":"2023-11-29T21:31:35","date_gmt":"2023-11-29T21:31:35","guid":{"rendered":"https:\/\/masterskills.org\/blog\/?p=5264"},"modified":"2023-12-21T11:01:24","modified_gmt":"2023-12-21T04:01:24","slug":"khao-sat-trai-nghiem-khach-hang-mau-bang-cau-hoi-khao-sat","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/khao-sat-trai-nghiem-khach-hang-mau-bang-cau-hoi-khao-sat.html","title":{"rendered":"Kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u2013 M\u1eabu b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t"},"content":{"rendered":"<p>Ng\u00e0y nay, nh\u1edd c\u00f3 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7, internet v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t, doanh nghi\u1ec7p c\u00e0ng d\u1ec5 d\u00e0ng tri\u1ec3n khai c\u00e1c d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng n\u00ean \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf v\u00e0 c\u1ea5u tr\u00fac ra sao? L\u00e0m sao \u0111\u1ec3 thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng tham gia kh\u1ea3o s\u00e1t.<\/p>\n<p>Tr\u01b0\u1edbc khi tri\u1ec3n khai b\u1ea5t c\u1ee9 m\u1ed9t d\u1ef1 \u00e1n nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng, kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m th\u00ec \u0111\u1ec1u c\u1ea7n \u0111\u00e1nh gi\u00e1 v\u00e0 ph\u00e2n t\u00edch r\u1ea5t k\u1ef9 m\u1ee5c ti\u00eau c\u1ee7a cu\u1ed9c kh\u1ea3o s\u00e1t \u0111\u00f3.<\/p>\n<ul>\n<li>M\u1ee5c ti\u00eau c\u1ee7a cu\u1ed9c kh\u1ea3o s\u00e1t l\u00e0 g\u00ec? H\u00e3y li\u1ec7t k\u00ea c\u00e1c m\u1ee5c ti\u00eau, c\u00e0ng chi ti\u1ebft c\u00e0ng t\u1ed1t.<\/li>\n<li>C\u00f4ng ty\/ nh\u00f3m s\u1ebd ho\u00e0n th\u00e0nh m\u1ee5c ti\u00eau nh\u01b0 th\u1ebf n\u00e0o?<\/li>\n<li>Ch\u00fang ta \u0111ang hy v\u1ecdng t\u00ecm ra \u0111i\u1ec1u g\u00ec? c\u00e1c k\u1ebft qu\u1ea3 \u0111\u1ea7u ra v\u1ec1 d\u1eef li\u1ec7u, th\u00f4ng tin s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn nh\u1eefng quy\u1ebft \u0111\u1ecbnh v\u00e0 h\u00e0nh \u0111\u1ed9ng n\u00e0o?<\/li>\n<li>..<\/li>\n<\/ul>\n<p>Khi c\u00e1c c\u00e2u h\u1ecfi tr\u00ean \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi th\u00ec b\u1ea1n c\u00f3 l\u1ebd \u0111\u00e3 \u0111\u1ecbnh h\u00ecnh \u0111\u01b0\u1ee3c c\u1ea7n l\u00e0m nh\u1eefng vi\u1ec7c g\u00ec trong vi\u1ec7c t\u00ecm hi\u1ec3u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. M\u1ee5c ti\u00eau c\u00e1c c\u1ee5 th\u1ec3 chi ti\u1ebft th\u00ec b\u1ea1n c\u00e0ng r\u00f5 r\u00e0ng \u0111\u01b0\u1ee3c c\u00e1c c\u00f4ng vi\u1ec7c c\u1ea7n l\u00e0m. L\u01b0u \u00fd, kh\u00f4ng c\u00f3 m\u1ed9t d\u1ef1 \u00e1n nghi\u00ean c\u1ee9u, kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng n\u00e0o \u0111\u1ea3m b\u1ea3o \u0111\u01b0\u1ee3c h\u1ebft m\u1ee5c ti\u00eau, n\u1ebfu c\u00f3 th\u1ec3 h\u00e3y s\u1eafp x\u1ebfp \u01b0u ti\u00ean v\u00e0 \u0111\u00e1nh s\u1ed1 th\u1ee9 t\u1ef1 \u01b0u ti\u00ean cho d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng. Ti\u1ebfp theo l\u00e0 c\u00f4ng vi\u1ec7c l\u00ean k\u1ebf ho\u1ea1ch v\u00e0 tri\u1ec3n khai c\u00e1c c\u00f4ng vi\u1ec7c. Chi ti\u1ebft s\u1ebd \u0111\u01b0\u1ee3c DTM Consulting \u0111\u1ec1 c\u1eadp trong c\u00e1c n\u1ed9i dung ph\u00eda d\u01b0\u1edbi.<\/p>\n<h2><span id=\"2_Len_ke_hoach_trien_khai_khao_sat_trai_nghiem_khach_hang\">2. L\u00ean k\u1ebf ho\u1ea1ch tri\u1ec3n khai kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/span><\/h2>\n<p>Gi\u1ed1ng nh\u01b0 c\u00e1c d\u1ef1 \u00e1n nghi\u00ean c\u1ee9u, kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng kh\u00e1c, c\u00e1c d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t kh\u1ea3o s\u00e1t, xin \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng b\u1ea1n c\u00e0ng c\u1ea7n ph\u1ea3i quan t\u00e2m \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng khi tham gia. C\u1ee5 th\u1ec3, m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u1ea3o s\u00e1t tho\u1ea3i m\u00e1i, li\u1ec1n m\u1ea1ch s\u1ebd l\u00e0m cho kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng chia s\u1ebb v\u00e0 chia s\u1ebb nhi\u1ec1u h\u01a1n v\u1ec1 \u00fd ki\u1ebfn, quan \u0111i\u1ec3m c\u1ee7a h\u1ecd.<\/p>\n<h3><span id=\"Nam_bat_va_hieu_duoc_tam_ly_khach_hang_o_moi_diem_tiep_xuc\">N\u1eafm b\u1eaft v\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng \u1edf m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac<\/span><\/h3>\n<p>Kh\u00f4ng kh\u00f3 \u0111\u1ec3 n\u1eafm \u0111\u01b0\u1ee3c c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m, doanh nghi\u1ec7p, th\u01b0\u01a1ng hi\u1ec7u,\u2026. H\u00e3y s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3\u00a0<strong>h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (CJM)<\/strong>\u00a0\u0111\u1ec3 x\u00e1c \u0111\u1ecbnh m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac, \u0111i\u1ec3m ch\u1ea1m (touch-point) \u0111\u1ec3 b\u1ea1n hi\u1ec3u r\u00f5 m\u00ecnh \u0111ang \u0111o l\u01b0\u1eddng nh\u1eefng g\u00ec v\u00e0 \u1edf \u0111\u00e2u. Khi \u0111\u00f3, b\u1ea1n s\u1ebd d\u1ea7n t\u00ecm ra nh\u1eefng \u0111i\u1ec3m quan tr\u1ecdng c\u1ea7n ch\u00fa \u00fd trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 x\u00e1c \u0111\u1ecbnh nh\u1eefng \u1ea3nh h\u01b0\u1edfng c\u1ee7a c\u00e1c \u0111i\u1ec3m ch\u1ea1m, y\u1ebfu t\u1ed1 trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ebfn c\u00e1c m\u1ee5c ti\u00eau kinh doanh, marketing nh\u01b0 doanh thu, t\u1ea7n su\u1ea5t mua h\u00e0ng, m\u1ee9c chi,\u2026<\/p>\n<p>M\u1ed9t s\u1ed1 l\u01b0u \u00fd khi x\u00e2y d\u1ef1ng k\u1ebf ho\u1ea1ch kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t:<\/p>\n<ol>\n<li>L\u1ef1a ch\u1ecdn c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t ph\u00f9 h\u1ee3p. C\u00f3 r\u1ea5t nhi\u1ec1u c\u00f4ng c\u1ee5 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng khi nghi\u00ean c\u1ee9u, kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u01b0 b\u1ea3ng c\u00e2u h\u1ecfi, phi\u1ebfu tr\u1ea3 l\u1eddi, g\u1ecdi \u0111i\u1ec7n xin \u00fd ki\u1ebfn, qua email\u2026<\/li>\n<li>Thi\u1ebft k\u1ebf v\u00e0 c\u1ea5u tr\u00fac c\u00e1c c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t c\u00f3 \u0111\u1ed9 d\u00e0i v\u1eeba ph\u1ea3i v\u00e0 c\u00e1c n\u1ed9i dung h\u1ecfi ph\u00f9 h\u1ee3p v\u1edbi h\u00e0nh vi kh\u00e1ch h\u00e0ng<\/li>\n<li>L\u1ef1a ch\u1ecdn xin \u00fd ki\u1ebfn, kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u00e0o th\u1eddi gian ph\u00f9 h\u1ee3p. V\u00ed d\u1ee5, n\u00ean tr\u00e1nh c\u00e1c gi\u1edd ngh\u1ec9 ng\u01a1i, ngh\u1ec9 tr\u01b0a, gi\u1edd \u0103n, gi\u1edd cao \u0111i\u1ec3m trong c\u00f4ng vi\u1ec7c\u2026.<\/li>\n<li>Th\u1eed nghi\u1ec7m, ki\u1ec3m tra c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t nh\u01b0 b\u1ea3ng c\u00e2u h\u1ecfi tr\u01b0\u1edbc khi ti\u1ebfn h\u00e0nh tr\u00ean di\u1ec7n r\u1ed9ng<\/li>\n<li>Lu\u00f4n c\u1ea3m \u01a1n kh\u00e1ch h\u00e0ng \u0111\u00e3 ph\u1ea3n h\u1ed3i. S\u1ef1 c\u1ea3m \u01a1n n\u00e0y c\u00f3 th\u1ec3 l\u00e0 qu\u00e0 t\u1eb7ng, phi\u1ebfu gi\u1ea3m gi\u00e1, l\u1eddi c\u1ea3m \u01a1n ch\u00e2n th\u00e0nh t\u1eeb nh\u00e2n vi\u00ean c\u00f4ng ty,\u2026<\/li>\n<\/ol>\n<h3><span id=\"Nghien_cuu_va_lua_chon_cac_thuc_khao_sat_trai_nghiem_khach_hang\">Nghi\u00ean c\u1ee9u v\u00e0 l\u1ef1a ch\u1ecdn c\u00e1c th\u1ee9c kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/span><\/h3>\n<p>Khi l\u00ean k\u1ebf ho\u1ea1ch kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p n\u00ean nh\u00ecn d\u01b0\u1edbi g\u00f3c \u0111\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau nh\u1eafm \u0111\u1ebfn \u0111\u1ec3 c\u00f3 th\u1ec3 l\u1ef1a ch\u1ecdn nh\u1eefng c\u00e1ch th\u1ee9c, ph\u01b0\u01a1ng ph\u00e1p ph\u00f9 h\u1ee3p \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u00e0 xin \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5 nh\u01b0 l\u00e0 thi\u1ebft k\u1ebf \u201cng\u00f4n t\u1eeb\u201d \u0111\u01b0\u1ee3c d\u00f9ng trong b\u1ea3ng c\u00e2u h\u1ecfi th\u00e2n thi\u1ec7n, d\u1ec5 hi\u1ec3u v\u1edbi kh\u00e1ch h\u00e0ng, m\u00f4 t\u1ea3, s\u00e0ng l\u1ecdc c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng quan tr\u1ecdng c\u1ea7n ti\u1ebfp c\u1eadn v\u00e0 xin \u00fd ki\u1ebfn,\u2026.<\/p>\n<p>Xu\u1ea5t ph\u00e1t t\u1eeb m\u1ee5c ti\u00eau c\u1ee7a kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p n\u00ean c\u00e2n nh\u1eafc m\u1ed9t s\u1ed1 c\u00e1ch thi\u1ebft k\u1ebf d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t nh\u1eb1m t\u1ed1i \u01b0u v\u00e0 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng:<\/p>\n<ol>\n<li>Kh\u1ea3o s\u00e1t \u0111\u00e1nh gi\u00e1 sau khi mua h\u00e0ng: Ph\u1ea3n h\u1ed3i t\u1eeb m\u1ed9t kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n t\u1ea1i th\u1eddi \u0111i\u1ec3m s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c giao \u0111\u1ebfn kh\u00e1ch h\u00e0ng<\/li>\n<li>Kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng \u0111\u1ecbnh k\u1ef3: Ph\u1ea3n h\u1ed3i t\u1eeb c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau \u0111\u1ec3 cung c\u1ea5p c\u00e1i nh\u00ecn t\u1ed5ng quan \u0111\u1ecbnh k\u1ef3 v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng h\u00e0ng n\u0103m l\u00e0 m\u1ed9t v\u00ed d\u1ee5 v\u1ec1 kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng \u0111\u1ecbnh k\u1ef3.<\/li>\n<li>Kh\u1ea3o s\u00e1t theo d\u00f5i s\u1ef1 h\u00e0i l\u00f2ng li\u00ean t\u1ee5c: C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t th\u01b0\u1eddng xuy\u00ean (h\u00e0ng ng\u00e0y, h\u00e0ng th\u00e1ng ho\u1eb7c h\u00e0ng qu\u00fd) cung c\u1ea5p ph\u1ea3n h\u1ed3i li\u00ean t\u1ee5c v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1ec1 c\u00e1c \u0111\u00e1nh gi\u00e1 sau khi mua h\u00e0ng trong to\u00e0n b\u1ed9 v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ol>\n<h2><span id=\"3_Thiet_ke_bang_cau_hoi_khao_sat\">3. Thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t<\/span><\/h2>\n<h3><span id=\"Thiet_ke_dat_cau_hoi_khao_sat_phu_hop\">Thi\u1ebft k\u1ebf \u0111\u1eb7t c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t ph\u00f9 h\u1ee3p<\/span><\/h3>\n<ul>\n<li>B\u1ea1n c\u00f3 mu\u1ed1n \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng?<\/li>\n<li>B\u1ea1n c\u00f3 mu\u1ed1n \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng?<\/li>\n<li>Hay b\u1ea1n mu\u1ed1n \u0111o c\u00e1i g\u00ec kh\u00e1c?<\/li>\n<\/ul>\n<p>H\u00e3y ch\u1eafc ch\u1eafn r\u1eb1ng khi thi\u1ebft k\u1ebf nh\u1eefng c\u00e2u h\u1ecfi ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c \u0111\u00edch c\u1ee7a d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t. \u0110\u1ed3ng th\u1eddi, khi thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi c\u0169ng n\u00ean l\u01b0u \u00fd lo\u1ea1i tr\u1eeb nh\u1eefng n\u1ed9i dung th\u00f4ng tin \u0111\u00e3 bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng do th\u1eddi gian kh\u00e1ch h\u00e0ng d\u00e0nh cho b\u1ea1n l\u00e0 c\u00f3 h\u1ea1n.<\/p>\n<h3><span id=\"Lua_chon_kenh_khao_sat_khach_hang\">L\u1ef1a ch\u1ecdn k\u00eanh kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng<\/span><\/h3>\n<p>B\u1ea1n mu\u1ed1n kh\u1ea3o s\u00e1t c\u1ee7a m\u00ecnh xu\u1ea5t hi\u1ec7n \u1edf \u0111\u00e2u? Tr\u00ean c\u00e1c k\u00eanh nh\u01b0 qu\u1ea3ng c\u00e1o tr\u00ean facebook, google hay website hay tr\u1ef1c ti\u1ebfp t\u1ea1i \u0111i\u1ec3m b\u00e1n,\u2026<\/p>\n<p>Nh\u1eefng k\u00eanh v\u00e0 \u0111i\u1ec3m kh\u1ea3o s\u00e1t n\u00e0y s\u1ebd quy\u1ebft \u0111\u1ecbnh c\u00e1c th\u1ee9c thi\u1ebft k\u1ebf v\u00e0 tr\u00ecnh b\u00e0y b\u1ea3ng c\u00e2u h\u1ecfi. M\u1ed7i cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ea7n \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 c\u00f3 t\u00e1c \u0111\u1ed9ng t\u1ed1i \u0111a v\u00e0 d\u1ec5 s\u1eed d\u1ee5ng. N\u1ebfu n\u00f3 xu\u1ea5t hi\u1ec7n tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng ho\u1eb7c internet n\u00ean \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf th\u00e2n thi\u1ec7n, ng\u1eafn g\u1ecdn; n\u1ebfu \u0111\u00f3 l\u00e0 sau khi mua h\u00e0ng, h\u00e3y ch\u1ec9 t\u1eadp trung v\u00e0o ho\u1ea1t \u0111\u1ed9ng mua h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m khi mua h\u00e0ng, \u0111\u1eb7c bi\u1ec7t l\u00e0 c\u00e1c doanh nghi\u1ec7p kinh doanh d\u1ecbch v\u1ee5 v\u00f4 h\u00ecnh.<\/p>\n<h3><span id=\"Goi_mo_cho_khach_hang\">G\u1ee3i m\u1edf cho kh\u00e1ch h\u00e0ng<\/span><\/h3>\n<p>Ngo\u00e0i ra, \u0111\u1ec3 kh\u00e1ch h\u00e0ng tho\u1ea3i m\u00e1i trong khi chia s\u1ebb \u00fd ki\u1ebfn b\u1ea1n c\u00f3 th\u1ec3 c\u00f3 th\u00eam m\u1ed9t v\u00e0i n\u1ed9i dung, l\u1eddi n\u00f3i g\u1ee3i m\u1edf cho kh\u00e1ch h\u00e0ng.<\/p>\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, ngo\u00e0i nh\u1eefng \u00fd ch\u1ecdn cho kh\u00e1ch h\u00e0ng n\u00ean \u0111\u1ec3 nh\u1eefng n\u1ed9i dung m\u1edf cho kh\u00e1ch h\u00e0ng chia s\u1ebb nh\u1eefng \u00fd ki\u1ebfn kh\u00e1c.<\/p>\n<ol start=\"5\">\n<li>\n<h2><span id=\"Mot_so_luu_y_quan_trong_khi_tien_hanh_khao_sat_su_hai_long_cua_khach_hang\">M\u1ed9t s\u1ed1 l\u01b0u \u00fd quan tr\u1ecdng khi ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/h2>\n<\/li>\n<\/ol>\n<p>L\u1ef1a ch\u1ecdn v\u00e0 s\u00e0ng l\u1ecdc \u0111\u1ed1i t\u01b0\u1ee3ng tham gia kh\u1ea3o s\u00e1t m\u1ed9t c\u00e1ch kh\u00e1ch quan, tr\u00e1nh qu\u00e1 thi\u00ean l\u1ec7ch v\u1ec1 m\u1ed9t ho\u1eb7c m\u1ed9t s\u1ed1 nh\u00f3m kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5: nhi\u1ec1u doanh nghi\u1ec7p \u0111\u00f4i khi d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn v\u00e0 xin \u00fd ki\u1ebfn nh\u00f3m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, trung th\u00e0nh v\u1edbi doanh nghi\u1ec7p, th\u01b0\u01a1ng hi\u1ec7u n\u00ean s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi tham gia kh\u1ea3o s\u00e1t c\u0169ng c\u00f3 th\u1ec3 b\u1ecb thi\u00ean l\u1ec7ch v\u1ec1 nh\u00f3m tr\u00ean, thi\u1ebfu t\u00ednh kh\u00e1ch quan v\u00e0 l\u00e0m sai l\u1ec7ch d\u1eef li\u1ec7u thu \u0111\u01b0\u1ee3c.<\/p>\n<p>V\u1eady n\u00ean, khi l\u00ean k\u1ebf ho\u1ea1ch kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, thay v\u00ec t\u00ednh to\u00e1n t\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng tham gia kh\u1ea3o s\u00e1t (sample size) b\u1ea1n n\u00ean ph\u00e2n b\u1ed5 chi ti\u1ebft y\u00eau c\u1ea7u cho t\u1eebng nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng.<\/p>\n<p>M\u1ed9t s\u1ed1 l\u01b0u \u00fd kh\u00e1c:<\/p>\n<ul>\n<li>Thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t r\u00f5 r\u00e0ng, m\u1ea1ch l\u1ea1c v\u00e0 ng\u1eafn g\u1ecdn<\/li>\n<li>S\u1eed d\u1ee5ng ng\u00f4n ng\u1eef r\u00f5 r\u00e0ng, tr\u1ef1c ti\u1ebfp v\u00e0 kh\u00f4ng thi\u00ean v\u1ecb, kh\u00f4ng c\u00f3 c\u00e2u h\u1ecfi mang t\u00ednh \u0111\u1ecbnh h\u01b0\u1edbng n\u1ed9i dung tr\u1ea3 l\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n<li>Lo\u1ea1i b\u1ecf nh\u1eefng n\u1ed9i dung kh\u00f4ng c\u1ea7n thi\u1ebft trong m\u1ee5c ti\u00eau kh\u1ea3o s\u00e1t ho\u1eb7c \u0111\u00e3 bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng<\/li>\n<li>Khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi th\u00f4ng qua vi\u1ec7c t\u1eb7ng qu\u00e0, t\u1eb7ng th\u01b0\u1edfng,\u2026.<\/li>\n<li>Ki\u1ec3m tra k\u1ef9 l\u01b0\u1ee1ng tr\u01b0\u1edbc khi kh\u1ea3o s\u00e1t tr\u00ean di\u1ec7n r\u1ed9ng<\/li>\n<\/ul>\n<h2><span id=\"Mau_bang_cau_hoi_khao_sat_su_hai_long_cua_khach_hang\">M\u1eabu b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/h2>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u01a1 b\u1ea3n:<\/p>\n<ol>\n<li>Y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t c\u1ee7a b\u1ea1n khi l\u1ef1a ch\u1ecdn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\u2026\u2026\u2026\u2026. l\u00e0 g\u00ec?<\/li>\n<li>\u0110i\u1ec1u g\u00ec ng\u0103n c\u1ea3n b\u1ea1n l\u1ef1a ch\u1ecdn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u2026\u2026\u2026?<\/li>\n<li>Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 10, vui l\u00f2ng cho bi\u1ebft m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n v\u1edbi tr\u1ea3i nghi\u1ec7m s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\u2026\u2026\u2026..trong 2 tu\u1ea7n g\u1ea7n \u0111\u00e2y?<\/li>\n<li>Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5, h\u00e3y cho bi\u1ebft kh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u2026\u2026 v\u1edbi ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8,\u2026?<\/li>\n<li>Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 5, kh\u1ea3 n\u0103ng b\u1ea1n mua l\u1ea1i s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\u2026\u2026..l\u00e0 nh\u01b0 th\u1ebf n\u00e0o?<\/li>\n<li>B\u1eb1ng c\u00e1ch n\u00f3i c\u1ee7a ri\u00eang b\u1ea1n, h\u00e3y m\u00f4 t\u1ea3 c\u1ea3m nh\u1eadn c\u1ee7a b\u1ea1n v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\/c\u00f4ng ty c\u1ee7a ch\u00fang t\u00f4i.<\/li>\n<li>L\u00e0m th\u1ebf n\u00e0o ch\u00fang t\u00f4i c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n \u0111\u1ed1i v\u1edbi b\u1ea1n?<\/li>\n<li>T\u1ea1i sao b\u1ea1n ch\u1ecdn s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i thay v\u00ec s\u1ea3n ph\u1ea9m c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh?<\/li>\n<li>Ch\u00fang t\u00f4i c\u00f3 th\u1ec3 li\u00ean h\u1ec7 v\u1edbi b\u1ea1n \u0111\u1ec3 theo d\u00f5i nh\u1eefng ph\u1ea3n h\u1ed3i n\u00e0y kh\u00f4ng?<\/li>\n<li>Trong t\u01b0\u01a1ng lai, b\u1ea1n c\u00f3 s\u1eb5n s\u00e0ng th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t n\u00e0y m\u1ed9t l\u1ea7n n\u1eefa kh\u00f4ng?<\/li>\n<li>N\u1ebfu ch\u00fang t\u00f4i c\u1eadp nh\u1eadt\u00a0 th\u00eam v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, ch\u00fang t\u00f4i c\u00f3 th\u1ec3 li\u00ean h\u1ec7 l\u1ea1i b\u1ea1n \u0111\u1ec3 xin \u00fd ki\u1ebfn kh\u00f4ng?<\/li>\n<li>\u2026<\/li>\n<\/ol>\n<p>Tuy nhi\u00ean, \u0111\u1ec3 d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t \u0111\u1ea1t \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb t\u1ed1i \u0111a, \u0111\u1ea3m b\u1ea3o m\u1ee5c ti\u00eau th\u00ec n\u00ean t\u1ed1i \u01b0u b\u1ea3ng c\u00e2u h\u1ecfi theo m\u1ee5c ti\u00eau, thi\u1ebft k\u1ebf nh\u1eefng c\u00e2u h\u1ecfi ph\u00f9 h\u1ee3p. \u0110\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng tri\u1ec3n khai d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng h\u01a1n v\u00e0 thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi ph\u00f9 h\u1ee3p. DTM Consulting ch\u00fang t\u00f4i c\u00f3 g\u1eedi \u00fd m\u1ed9t s\u1ed1 m\u1eabu b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong m\u1ed9t s\u1ed1 tr\u01b0\u1eddng h\u1ee3p th\u00f4ng th\u01b0\u1eddng nh\u01b0 sau:<\/p>\n<h3><span id=\"Cau_hoi_lam_ro_ve_thong_tin_khach_hang_sang_loc_khach_hang\">C\u00e2u h\u1ecfi l\u00e0m r\u00f5 v\u1ec1 th\u00f4ng tin kh\u00e1ch h\u00e0ng, s\u00e0ng l\u1ecdc kh\u00e1ch h\u00e0ng<\/span><\/h3>\n<p>Nh\u01b0 \u0111\u00e3 \u0111\u1ec1 c\u1eadp, vi\u1ec7c s\u00e0ng l\u1ecdc c\u00e1c th\u00f4ng tin ban \u0111\u1ea7u v\u1ec1 ng\u01b0\u1eddi tham gia d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t l\u00e0 r\u1ea5t quan tr\u1ecdng. L\u00fd do l\u00e0 v\u00ec c\u00e1c th\u00f4ng tin n\u00e0y cung c\u1ea5p d\u1eef li\u1ec7u, th\u00f4ng tin gi\u00fap c\u00e1c c\u00f4ng ty\u00a0<strong>ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng<\/strong>\u00a0th\u00e0nh c\u00e1c kh\u00fac kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau d\u1ec5 d\u00e0ng h\u01a1n. B\u1eb1ng c\u00e1ch ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m ch\u00ednh, vi\u1ec7c ph\u00e2n lo\u1ea1i n\u00e0y gi\u00fap doanh nghi\u1ec7p \u0111\u1ecbnh h\u00ecnh \u0111\u01b0\u1ee3c \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd. Sau \u0111\u00f3, \u0111\u1ed9i ng\u0169 marketing v\u00e0 b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u, th\u00f4ng tin \u0111\u00f3 \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u00e0 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng nh\u1ea5t.<\/p>\n<p>Khi h\u1ecfi nh\u1eefng lo\u1ea1i c\u00e2u h\u1ecfi n\u00e0y, h\u00e3y \u0111\u1ea3m b\u1ea3o c\u00f3 c\u00e1ch ti\u1ebfp c\u1eadn ch\u1ee7 \u0111\u1ed9ng v\u00e0 bao tr\u00f9m. Nh\u1eefng c\u00e2u h\u1ecfi n\u00e0y kh\u00f4ng n\u00ean l\u00e0 b\u1eaft bu\u1ed9c, v\u00ec v\u1eady h\u00e3y lu\u00f4n cung c\u1ea5p t\u00f9y ch\u1ecdn \u0111\u1ec3 kh\u00e1ch h\u00e0ng b\u1ecf qua c\u00e2u tr\u1ea3 l\u1eddi. M\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n l\u00e0 tr\u00edch xu\u1ea5t th\u00f4ng tin trung th\u1ef1c v\u00e0o t\u1ea1o m\u1ed9t b\u1ea7u kh\u00f4ng kh\u00ed tho\u1ea3i m\u00e1i cho kh\u00e1ch h\u00e0ng.<\/p>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi khai th\u00e1c c\u00e1c th\u00f4ng tin v\u1ec1 nh\u00e2n kh\u1ea9u h\u1ecdc m\u00e0 b\u1ea1n n\u00ean xem x\u00e9t \u0111\u01b0a v\u00e0o cu\u1ed9c kh\u1ea3o s\u00e1t:<\/p>\n<ol>\n<li><em>Tu\u1ed5i\/ Nh\u00f3m tu\u1ed5i c\u1ee7a b\u1ea1n l\u00e0 g\u00ec?<\/em><\/li>\n<li><em>N\u01a1i sinh s\u1ed1ng c\u1ee7a b\u1ea1n \u1edf \u0111\u00e2u?<\/em><\/li>\n<li><i>Ngh\u1ec1 nghi\u1ec7p\/c\u00f4ng vi\u1ec7c ch\u00ednh c\u1ee7a b\u1ea1n l\u00e0 g\u00ec?<\/i><\/li>\n<li><em>B\u1ea1n \u0111\u00e3 c\u00f3 gia \u0111\u00ecnh ch\u01b0a? B\u1ea1n \u0111\u00e3 c\u00f3 con ch\u01b0a?<\/em><\/li>\n<li>Hi\u1ec7n b\u1ea1n \u0111ang s\u1ed1ng c\u00f9ng nh\u1eefng ai?<\/li>\n<li><em>Tr\u00ecnh \u0111\u1ed9 h\u1ecdc v\u1ea5n c\u1ee7a b\u1ea1n l\u00e0 g\u00ec?<\/em><\/li>\n<li>\u2026<\/li>\n<\/ol>\n<h3><span id=\"Cau_hoi_khai_thac_hanh_vithoi_quen_tieu_dung_cua_khach_hang\">C\u00e2u h\u1ecfi khai th\u00e1c h\u00e0nh vi\/th\u00f3i quen ti\u00eau d\u00f9ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/h3>\n<p>B\u00ean c\u1ea1nh c\u00e1c n\u1ed9i dung s\u00e0ng l\u1ecdc s\u01a1 b\u1ed9 v\u1ec1 nh\u00e2n kh\u1ea9u h\u1ecdc, th\u00f4ng tin s\u01a1 b\u1ed9 v\u1ec1 kh\u00e1ch h\u00e0ng th\u00ec doanh nghi\u1ec7p n\u00ean kh\u00e1m ph\u00e1 th\u00f4ng tin li\u00ean quan \u0111\u1ebfn s\u1edf th\u00edch, th\u00f3i quen, h\u00e0nh vi v\u00e0 xu h\u01b0\u1edbng c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. V\u1ea5n \u0111\u1ec1 kh\u00f4ng ph\u1ea3i l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n l\u00e0\u00a0<em>ai<\/em>\u00a0, m\u00e0 l\u00e0\u00a0<em>t\u1ea1i sao<\/em>\u00a0h\u1ecd l\u00e0m nh\u1eefng g\u00ec h\u1ecd l\u00e0m.<\/p>\n<p>Nh\u1eefng c\u00e2u h\u1ecfi t\u00e2m l\u00fd c\u00f3 v\u1ebb kh\u00f3 hi\u1ec3u, nh\u01b0ng ch\u00fang l\u00e0 nh\u1eefng ph\u1ea7n th\u00f4ng tin c\u00f3 gi\u00e1 tr\u1ecb cao gi\u00fap b\u1ea1n c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 l\u00fd do h\u00ecnh th\u00e0nh th\u00f3i quen mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ecd th\u01b0\u1eddng di\u1ec5n \u0111\u1ea1t li\u00ean quan \u0111\u1ebfn ng\u00e0nh c\u1ee7a b\u1ea1n ch\u1ee9 kh\u00f4ng ph\u1ea3i c\u1ee5 th\u1ec3 v\u1ec1 s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n. Nh\u1eefng c\u00e2u h\u1ecfi n\u00e0y l\u00e0 c\u00f4ng c\u1ee5 \u0111\u1ec3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00ec b\u1ea1n c\u00f3 th\u1ec3 gi\u00e1n ti\u1ebfp t\u00ecm ra c\u00e1ch b\u1ea1n c\u00f3 th\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi:<\/p>\n<ol>\n<li><em>B\u1ea1n th\u00edch mua s\u1eafm t\u1ea1i \u0111\u00e2u?<\/em><\/li>\n<li><em>\u01afu ti\u00ean quan tr\u1ecdng nh\u1ea5t c\u1ee7a b\u1ea1n khi b\u1ea1n l\u1ef1a ch\u1ecdn v\u00e0 ti\u00eau d\u00f9ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\u2026. l\u00e0 g\u00ec?<\/em>\n<ul>\n<li>V\u00ed d\u1ee5:\u00a0<em>\u201c\u01afu ti\u00ean quan tr\u1ecdng nh\u1ea5t c\u1ee7a b\u1ea1n khi mua nh\u00e0 l\u00e0 g\u00ec?\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<li><em>Kh\u00f3 kh\u0103n, lo l\u1eafng c\u1ee7a b\u1ea1n v\u1ec1 \u2026\u2026\u2026.. l\u00e0 g\u00ec?<\/em>\n<ul>\n<li>V\u00ed d\u1ee5: n\u1ebfu b\u1ea1n \u0111\u00e3 t\u1ea1o m\u1ed9t \u1ee9ng d\u1ee5ng chia s\u1ebb c\u00f4ng th\u1ee9c n\u1ea5u \u0103n, b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi,\u00a0<em>\u201cR\u00e0o c\u1ea3n l\u1edbn nh\u1ea5t c\u1ee7a b\u1ea1n khi c\u1ed1 g\u1eafng truy c\u1eadp c\u00e1c c\u00f4ng th\u1ee9c n\u1ea5u \u0103n ngon tr\u00ean internet l\u00e0 g\u00ec?\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<li><em>B\u1ea1n d\u00e0nh bao nhi\u00eau th\u1eddi gian cho \u2026\u2026.?<\/em><\/li>\n<li><em>Bao b\u00ec th\u00e2n thi\u1ec7n quan tr\u1ecdng v\u1edbi b\u1ea1n khi mua m\u1ed9t s\u1ea3n ph\u1ea9m nh\u01b0 th\u1ebf n\u00e0o?<\/em><\/li>\n<li><em>B\u1ea1n c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o v\u1ec1 \u2026\u2026.?<\/em>\n<ul>\n<li>V\u00ed d\u1ee5: n\u1ebfu b\u1ea1n b\u00e1n dao c\u1ea1o cho ph\u1ee5 n\u1eef, b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi,\u00a0<em>\u201cB\u1ea1n c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o v\u1ec1 dao c\u1ea1o d\u00e0nh cho ph\u1ee5 n\u1eef?\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<li><em>B\u1ea1n kh\u00f4ng th\u00edch \u0111i\u1ec1u g\u00ec v\u1ec1\u2026..?<\/em><\/li>\n<li><em>B\u1ea1n d\u00e0nh bao nhi\u00eau gi\u1edd m\u1ed9t ng\u00e0y \u0111\u1ec3 l\u00e0m \u2026..?<\/em>\n<ul>\n<li><em>V\u00ed d\u1ee5: n\u1ebfu b\u1ea1n b\u00e1n gh\u1ebf ng\u1ed3i \u00f4 t\u00f4 ti\u1ec7n d\u1ee5ng, b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi, \u201cB\u1ea1n d\u00e0nh bao nhi\u00eau gi\u1edd \u0111\u1ec3 l\u00e1i xe?\u201d<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<h3><span id=\"Cau_hoi_khao_sat_trai_nghiem_su_dung_san_pham_cua_khach_hang\">C\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/h3>\n<p>M\u1ed9t trong nh\u1eefng m\u1ee5c ti\u00eau kh\u1ea3o s\u00e1t th\u01b0\u1eddng th\u1ea5y nh\u1ea5t \u0111\u00f3 l\u00e0 thu th\u1eadp \u00fd ki\u1ebfn v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng sau khi d\u00f9ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. T\u1eeb vi\u1ec7c t\u00ecm hi\u1ec3u m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a\u00a0 kh\u00e1ch h\u00e0ng, ng\u01b0\u1eddi d\u00f9ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p, b\u1ed9 ph\u1eadn marketing, b\u00e1n h\u00e0ng s\u1ebd c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng d\u1eef li\u1ec7u, th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng nh\u1eb1m c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.\u00a0M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 tham kh\u1ea3o nh\u01b0 sau:<\/p>\n<ol>\n<li><em>T\u1ea7n su\u1ea5t b\u1ea1n s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i v\u00e0 c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 t\u01b0\u01a1ng t\u1ef1 tr\u00ean th\u1ecb tr\u01b0\u1eddng l\u00e0 bao nhi\u00eau?<\/em><\/li>\n<li><em>Nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0o b\u1ea1n th\u01b0\u1eddng c\u00e2n nh\u1eafc khi l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5? \u0110\u00e2u l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng v\u00e0 \u0111\u01b0\u1ee3c \u01b0iu ti\u00ean?<\/em><\/li>\n<li><i>B\u1ea1n \u0111ang h\u00e0i l\u00f2ng nh\u01b0 th\u1ebf n\u00e0o v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i?<\/i><\/li>\n<li>\u0110\u00e2u l\u00e0 nh\u1eefng \u0111i\u1ec3m l\u00e0m b\u1ea1n kh\u00f4ng h\u00e0i l\u00f2ng khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i?<\/li>\n<li><em>B\u1ea1n mong mu\u1ed1n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i s\u1ebd c\u1ea3i thi\u1ec7n \u0111i\u1ec3m n\u00e0o?<\/em><\/li>\n<li><em>Nh\u1eefng t\u00ednh n\u0103ng, l\u1ee3i \u00edch, gi\u00e1 tr\u1ecb \u0111em l\u1ea1i t\u1eeb s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 th\u00ec b\u1ea1n quan t\u00e2m \u0111\u1ebfn \u0111i\u1ec1u g\u00ec nh\u1ea5t?<\/em><\/li>\n<li><i>B\u1ea1n c\u00f3 \u00fd \u0111\u1ecbnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i trong t\u01b0\u01a1ng lai?<\/i><\/li>\n<li>B\u1ea1n c\u00f3 g\u00f3p \u00fd n\u00e0o kh\u00e1c trong vi\u1ec7c c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 kh\u00f4ng?<\/li>\n<li>B\u1ea1n c\u00f3 s\u1eb5n s\u00e0ng cho \u00fd ki\u1ebfn trong cu\u1ed9c xin \u00fd ki\u1ebfn l\u1ea7n sau c\u1ee7a ch\u00fang t\u00f4i?<\/li>\n<li>\u2026..<\/li>\n<\/ol>\n<h3><span id=\"Thang_do_muc_do_hai_long\">Thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng<\/span><\/h3>\n<p>\u0110\u00f4i khi c\u00f3 nh\u1eefng kh\u00eda c\u1ea1nh c\u1ee7a \u01b0u \u0111\u00e3i ho\u1eb7c doanh nghi\u1ec7p mong mu\u1ed1n kh\u00e1ch h\u00e0ng cho \u00fd ki\u1ebfn nh\u01b0ng ch\u00fang kh\u00f4ng ph\u1ea3i l\u00e0 nh\u1eefng \u0111i\u1ec1u m\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111ang t\u00edch c\u1ef1c gi\u1ea3i quy\u1ebft. Trong nh\u1eefng tr\u01b0\u1eddng h\u1ee3p n\u00e0y, n\u00ean tr\u1ef1c ti\u1ebfp v\u00e0 h\u1ecfi kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn c\u1ee7a h\u1ecd v\u1ec1 nh\u1eefng chi ti\u1ebft c\u1ee5 th\u1ec3 n\u00e0y.<\/p>\n<p>Tr\u01b0\u1edbc khi th\u1ef1c hi\u1ec7n, b\u1ea1n s\u1ebd ph\u1ea3i x\u00e1c \u0111\u1ecbnh m\u1ed9t c\u00e1ch c\u00f3 th\u1ec3 \u0111\u1ecbnh l\u01b0\u1ee3ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd.\u00a0\u00c1p d\u1ee5ng ph\u1ea7n thang \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng l\u00e0 m\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi \u0111\u1ec3 t\u1ea1o ra m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn nh\u1ea5t qu\u00e1n \u0111\u1ec3 \u0111\u1ecbnh l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i kh\u1ea3o s\u00e1t ch\u1ee7 quan n\u00e0y.\u00a0M\u1ed9t s\u1ed1 c\u00e1ch m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n quy m\u00f4 n\u00e0y l\u00e0:<\/p>\n<ul>\n<li>Thang \u0111o t\u1eeb 1 \u0111\u1ebfn 10 (ho\u1eb7c m\u1ed9t s\u1ed1 kh\u00e1c).\u00a01 c\u00f3 ngh\u0129a l\u00e0 kh\u00e1ch h\u00e0ng c\u1ef1c k\u1ef3 kh\u00f4ng h\u00e0i l\u00f2ng v\u00e0 10 c\u00f3 ngh\u0129a l\u00e0 kh\u00e1ch h\u00e0ng r\u1ea5t h\u00e0i l\u00f2ng.<\/li>\n<li>Thang \u0111o m\u00f4 t\u1ea3 \u0111o l\u01b0\u1eddng ph\u1ea3n \u1ee9ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb kh\u00f4ng h\u00e0i l\u00f2ng \u0111\u1ebfn h\u00e0i l\u00f2ng.\u00a0Kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c cung c\u1ea5p m\u1ed9t danh s\u00e1ch c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi \u0111\u1ec3 l\u1ef1a ch\u1ecdn trong ph\u1ea1m vi t\u1eeb \u201cr\u1ea5t kh\u00f4ng h\u00e0i l\u00f2ng\u201d \u0111\u1ebfn \u201cr\u1ea5t h\u00e0i l\u00f2ng\u201d.<\/li>\n<li>Thang \u0111o h\u00ecnh \u1ea3nh s\u1eed d\u1ee5ng h\u00ecnh \u1ea3nh \u0111\u1ec3 t\u01b0\u1ee3ng tr\u01b0ng cho s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0V\u00ed d\u1ee5: b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c bi\u1ec3u t\u01b0\u1ee3ng c\u1ea3m x\u00fac vui, bu\u1ed3n v\u00e0 th\u1edd \u01a1 \u0111\u1ec3 nhanh ch\u00f3ng thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p>C\u00e1c c\u00e2u h\u1ecfi v\u00ed d\u1ee5 bao g\u1ed3m:<\/p>\n<ol>\n<li><em>Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 1 \u0111\u1ebfn 10, vui l\u00f2ng cho bi\u1ebft m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n v\u1edbi tr\u1ea3i nghi\u1ec7m t\u1ea1i c\u1eeda h\u00e0ng ng\u00e0y h\u00f4m nay?<\/em><\/li>\n<li><em>Kh\u1ea3 n\u0103ng b\u1ea1n gi\u1edbi thi\u1ec7u (ch\u00e8n s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5) cho ng\u01b0\u1eddi kh\u00e1c nh\u01b0 th\u1ebf n\u00e0o?<\/em><\/li>\n<li><em>\u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n v\u1edbi nh\u00f3m c\u1ee7a ch\u00fang t\u00f4i trong vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a b\u1ea1n.<\/em><\/li>\n<li><em>B\u1ea1n c\u00f3 c\u1ea3m th\u1ea5y r\u1eb1ng nh\u00f3m c\u1ee7a ch\u00fang t\u00f4i \u0111\u00e3 tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi c\u1ee7a b\u1ea1n k\u1ecbp th\u1eddi kh\u00f4ng?<\/em><\/li>\n<li><em>B\u1ea1n \u0111\u1ed3ng \u00fd hay kh\u00f4ng \u0111\u1ed3ng \u00fd r\u1eb1ng v\u1ea5n \u0111\u1ec1 c\u1ee7a b\u1ea1n \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3?<\/em><\/li>\n<li><em>Kh\u1ea3 n\u0103ng b\u1ea1n mua l\u1ea1i t\u1eeb ch\u00fang t\u00f4i nh\u01b0 th\u1ebf n\u00e0o?<\/em><\/li>\n<li><em>Kh\u1ea3 n\u0103ng b\u1ea1n quay l\u1ea1i trang web c\u1ee7a ch\u00fang t\u00f4i nh\u01b0 th\u1ebf n\u00e0o?<\/em><\/li>\n<\/ol>\n<h2><span id=\"Ket_luan\"><b>K\u1ebft lu\u1eadn<\/b><\/span><\/h2>\n<p>Vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 thi\u1ebft k\u1ebf b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u00fang c\u00e1ch r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p thu\u1ed9c m\u1ecdi l\u0129nh v\u1ef1c. C\u00e1c ho\u1ea1t \u0111\u1ed9ng kh\u1ea3o s\u00e1t, xin \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng \u0111\u1ecbnh k\u00ec s\u1ebd mang l\u1ea1i nh\u1eefng \u0111i\u1ec1u ch\u1ec9nh, c\u1ea3i thi\u1ec7n \u0111\u1ec3 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 ti\u00eau d\u00f9ng nhi\u1ec1u s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty h\u01a1n. Nh\u01b0 v\u1eady, \u0111i\u1ec1u n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u ng\u00e2n s\u00e1ch, c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng hi\u1ec7u qu\u1ea3 kinh doanh, gi\u00fap doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau kinh doanh v\u00e0 marketing \u0111\u00e3 \u0111\u1eb7t ra.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ng\u00e0y nay, nh\u1edd c\u00f3 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7, internet v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t, doanh nghi\u1ec7p c\u00e0ng d\u1ec5 d\u00e0ng tri\u1ec3n khai c\u00e1c d\u1ef1 \u00e1n kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, b\u1ea3ng c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng n\u00ean \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf v\u00e0 c\u1ea5u tr\u00fac ra sao? L\u00e0m sao [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5264"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=5264"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/5264\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=5264"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=5264"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=5264"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}